Amazon Customer feedback and reviews are important elements that Amazon’s algorithm accounts for when establishing your ranking. The only problem is that getting feedback is an extremely slow and painful process.
The truth is that you have two options after you make a sale. Wait for the buyers to leave feedback on their own – which may never happen – or ask for it.
While we encourage sending Amazon feedback requests, there are a few things to weigh in before scheduling an email campaign.
You must not only get yourself familiar with Amazon’s feedback request policy, but you must also design a winning template and learn all the benefits and potential drawbacks this practice could have.
As we know it already, Amazon is one of the most customer-centric marketplaces in the world.
The phrase “the customer is always right” can easily be considered the brand’s motto, and as such, they have in place an extensive set of rules regarding seller activity and communication with your buyers.
In broad lines, you can contact a buyer only to complete an order or to respond to a customer question.
Nevertheless, Amazon encourages sellers to ask for customer feedback and even sends email reminders to shoppers.
In fact, the company states that maintaining high feedback is one of the most important factors in becoming a successful seller on Amazon.
If you’re a new seller, an important thing to clarify from the start is that feedback is not the same as reviews.
The former regards your store, and shoppers use this feedback to decide how reliable you are as a seller.
The latter is specific to the product you sell and helps shoppers determine its quality and suitability for their purpose.
That said, Amazon encourages sellers to ask for feedback but prohibits you from offering any pay or incentive for either providing or removing feedback.
If you keep that in mind and play by the rules, you are more than entitled to reach out to your customers and ask them to rate you.
Just because you can send Amazon feedback requests, it doesn’t mean that you should.
This practice comes with pros and cons, and you should weigh them in before making a decision.
The main advantage of asking for feedback is the possibility of improving your rank on Amazon’s search result page.
However, sending your buyers a feedback request may generate more negative reactions than positive ones.
On the one hand, your email may remind an unhappy customer to leave a negative product review or feedback. Request emails may also annoy some customers who hate being bombarded with such emails.
Nevertheless, we recommend sending feedback requests not only because they can help you boost your ranking; they can also help you improve your customer service, which will ultimately attract more positive feedback.
Tips to follow before setting up a campaign
- Always follow Amazon’s guidelines: Never offer monetary compensation or incentives for feedback. It is also prohibited to ask for positive feedback or to encourage the buyer to contact you instead of leaving negative feedback if they weren’t happy with your service.
- Don’t send too many emails: Good marketing practices suggest you should send three emails, an order confirmation email, a follow-up email, and a feedback request email.
- Keep your emails short: Your buyers will unlikely read a lengthy email. Keep it short and to the point.
- Keep it formal but friendly: If you want to look professional but still make your customers feel valued, maintain a professional yet friendly tone. Also, customize each email with your client’s first name.
- Customize your email: While you must follow Amazon’s rules, nothing stops you from personalizing the email with your logo or brand name. You can even include giveaways, such as a free eBook or product usage tips and tricks.
- Act quickly to remove negative feedback: If you received negative feedback, it is essential to contact the customer quickly and try to fix the issue. You will still have to follow the rules, but outstanding customer service may determine your buyer to change or remove their opinion.
Sending just a feedback request email to your customers can be awkward.
If you want to be successful in your attempt of asking for feedback, you must create a powerful email follow-up sequence.
This sequence has two purposes. It helps you establish a relationship with your customers and increases your chances of getting positive reviews.
Here is a step-by-step guide to creating a winning email follow-up sequence. Remember that all email templates included in this guide can be adapted to ask for a product review instead of seller feedback.
Step 1: Order Confirmation
This is the first email you should send to your client, right after the product has been shipped.
The goal of this email is to help you establish communication, introduce yourself and your brand.
You should also include any tips or giveaways, such as an eBook, in this email. Below, a template you can use:
Hello [Buyer First Name],
Subject line: Hi [Buyer First Name]! Your [Product Name] has hit the road!
This is [Your Name] from [Your Brand]!
I want to thank you for your recent purchase. Your [Product Name] has been shipped and will be with you soon.
We strive to make sure that our product exceeds your expectations and we hope you’ll enjoy it. Here are a few tips from us that may enhance your experience:
We know you’re eager to get your hands on the [Product Name] quickly; you can track the status of your order here: [Order Link].
We will send a follow-up email soon to make sure everything is going well with your new product. If you have any issues with your order, contact us directly at [Email Address] so we can fix it quickly.
Step 2: Follow-Up Email
The goal of this email is to help you make sure everything went smoothly with the order, that your client received the product in good condition, and to offer any help if they had problems.
You can also use this email to send a first feedback request and send it two to five days after the item was delivered.
If you don’t know what to write, check out the following template:
Hi [Buyer First Name],
Subject line: Hi [Buyer First Name]! Did you enjoy your [Product Name]?
It’s [Your Name] from [Your Brand] again! According to our records, your product was delivered a few days ago.
I wanted to follow-up with you to check in about your experience. Did you enjoy everything?
Feedback from awesome customers like you help others to feel confident about choosing [Your Brand] too. Could you take 60 seconds to share your experiences?
[Leave Review link]
We will be forever grateful. Thank you in advance for helping us out!
If there was anything wrong with your order, please let us address your concerns contacting us directly at [Email Address]!
Step 3: Feedback Request Email
The last email in your sequence should be to the point. You’re sending it to ask for feedback or a review, so make it clear in the body.
Use the template below and send this email 7 to 14 days after the product was delivered, and only after you sent the follow-up email.
Subject line: So, what do you think?
Hi [Buyer First Name],
It’s [Your Name] from [Your Brand] again!
We know it’s been a while since you received your [Product Name] and hope you are completely satisfied with your transaction.
If you have not already left us feedback, could you spare two minutes to do so? Simply click on the link below:
[Leave Review Link]
Again, if there was anything wrong with your order, please let us address your concerns contacting us directly at [Email Address]!
As a seller, you may find it troublesome to send out request emails to customers one by one by using the Amazon’s ”Request a Review” button.
Also, it is daunting to remember when to send your Amazon feedback request emails or keep track of the reviews you received.
Luckily, there is AMZFinder, an Amazon management software that features a feedback request, and a review management system.
Features of AMZFinder
- Feedback Request System: Will send invoices and the follow-up email sequences automatically on your behalf. You can customize the emails according to your own rules, set the time and preferred communication channels, and even interact with your customers around the world thanks to the integration with most of Amazon marketplaces. The service also includes customizable email templates, including default multilingual templates.
- Review Management System: Monitors all the reviews and feedback for you, access to the entire review history, and alert you of any negative ones. Addressing all issues in a timely fashion is key to improving your store reputation.
The two systems come with separate pricing plans that address the needs of all Amazon sellers.
The pricing plans cover both Feedback Request System and Review Management System and start at a reasonable price of $49.00/month.
It supports 8 marketplaces and you can all manage your stores in one place. This plan is ideal for the starters, and you’ll be able to create unlimited campaigns.
If you are satisfied with the performances, you can choose to opt for an annual pricing plan, which enables you to save more.
Sending Amazon feedback requests may have some risks, but it’s a sure way to grow your store reputation and ultimately your ranking in Amazon’s search results.
A sought-after follow-up email sequence can surely help you achieve your goals, but remember that it is crucial to address negative feedback as quickly as possible.
An Amazon feedback request software, such as AMZFinder, is a valuable tool you can use to automatize the process.
This software will send follow-up emails on your behalf and keep track of your answers so that you can always stay on top of your competition and rank as high as possible in the search results.
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